It’s a new year, and a new chance to prove yourself. Get up to speed on the customer service trends and tips you need to know to deliver exceptional customer service all year long.
It’s funny because it’s true, but it doesn’t have to be like this. Your customers deserve good customer service and an easy way to cancel, return, or ask for help. It’s really not too much to ask.
2. Brittany Hodak: What we can learn about the future of CX from Warby Parker
Keynote speaker and author Brittany Hodak explains how exceptional service is a competitive advantage that brands can’t afford to ignore.
As the New York Times reports, customers are increasingly frustrated about COVID-related service disruptions, and they are taking their anger out on service-industry workers. This video explains why the mantra “the customer is always right” might not be right for modern times.
Customer service trainer Myra Golden explains the difference between apologizing and saying “I’m sorry,” and why one is often the better solution for repairing customer relationships.
Childhood trauma coach Name explains how customer service can trigger uncomfortable emotions. Jump to 12:00 for tips to manage your emotions and have more positive interactions, for both customers and agents.
In this series, we talk with businesses about their CX strengths, weaknesses, and opportunities as they retool their operations for the post-pandemic world.
Selena Scardina has spent nearly her entire career in customer service. In this TED Talk, she explains how human experiences—the kind that support agents create every single day—can propel business growth.
In this short film, find out how the International Rescue Committee uses Zendesk software to help refugees access critical humanitarian aid information.
14. Missed opportunities in customer service
Don’t be the last one to the party. As this video demonstrates, customers want to connect with businesses on the channels they prefer. And yes, that now includes WhatsApp.
Confused about chat and the AI-powered world of the future? Check out this quick explainer video about chatbots and find out how you can use them to improve your customer service.
Best-selling author and professor at The Wharton School of the University of Pennsylvania Adam Grant talks to The Knowledge Project about how to create an environment where it’s safe to talk candidly and question the status quo.
